Service Desk Technician II

About the Role

As a Service Desk Technician II, you will be responsible for managing day-to-day support desk tickets and serving as an elevated resource for client-initiated requests. Your primary focus will be to fully resolve tickets while adhering to Service Level Objectives (SLOs). Additionally, you will work to prevent escalations by providing first-touch resolution whenever possible. Maintaining high-quality service, fast response times, and a customer-focused mindset with clear communication will be essential. The ideal candidate should thrive in a fast-paced environment, demonstrating the ability to switch quickly and effectively between tasks while keeping the customer informed throughout the process.

Location and Work Expectations

To best support our clients and team, it is preferred that candidates are physically located in the Colorado Springs, CO area. The schedule is Monday-Friday, 8:00 AM to 5:00 PM MT.

Responsibilities

• Manage client service tickets, ensuring timely resolution or proper escalation
• Assisting in the phone queue to handle client calls during part of your day, or as needed during high call volume surges
• Maintain accurate ticket records using service management software (e.g., ConnectWise Manage)
• Troubleshoot and resolve client issues, conducting root-cause analysis for recurring problems
• Perform software upgrades and address system gaps or process issues
• Create, update and maintain accurate client documentation
• Identify and communicate infrastructure improvements and security concerns
• Coach and mentor fellow Ntivians to enhance performance and support professional development
• Adhere to industry best practices and ensure compliance with security and operational standards
• Assist with additional duties to support team goals

Required Knowledge and Experience

• 2-3 years of Help Desk experience
• Proficient in supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applications
• Solid knowledge of Microsoft 365, Google Workspace, Microsoft Exchange, and related email technologies including spam filters
• Familiarity in navigating Hyper-V and VMware consoles to troubleshoot virtual machine storage and availability issues
• Intermediate knowledge of at least one cloud platform and its console
• Experience with software deployments
• Familiar with network hardware, including Firewalls, Managed Switches, and WAPs
• Familiarity with RAID, NAS, and SAN concepts
• Familiarity with Apple macOS
• Familiarity with VOIP phone support
• iOS and Android experience
• Experience generating vendor access accounts while adhering to industry security best practices
• Ability troubleshoot and resolve issues with secure remote access methods
• Proficient in creating limited domain user accounts and delegating local server administration as needed
• Knowledge of auditing and implementing "need to know" access control and permissions
• Experience with managing shared drive permissions and optimizing the use of security groups (e.g., avoiding the default Domain Users group)
• Experienced in optimizing, applying, and filtering group policies via item-level filtering and security groups
• Familiarity with security tools and best practices for securing client infrastructure
• Strong problem-solving skills with the ability to diagnose and resolve technical issues quickly
• Capable of providing escalation support and identifying imminent system failures for timely escalation
• Ability to identify misconfigured services or applications and escalate appropriately
• Ability to document technical processes and solutions clearly
• Proficient in reviewing, refining, and creating Standard Operating Procedures (SOPs)

Qualifications

• Excellent communication skills
• Excellent customer service skills
• Strong problem-solving capabilities
• Strong organizational and time-management skills, with the ability to manage multiple cases of varying difficulty from multiple clients
• Strong attention to detail and accuracy
• Ability to understand the business impact of technical problems and solutions
• Ability to foster a supportive and collaborative environment
• Ability to translate complex technical concepts into simple, easy-to-understand language for non-technical end users
• This role involves extended periods of sitting or standing and regular use of computers and office equipment
• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Preferred Qualifications

• Desired certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, Related Microsoft certifications
• Desired Education: Bachelor's Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
• Experience working for a Managed Services Provider
• Knowledge of ITIL or other service management frameworks is a plus

Pay and Benefits

The base pay range for this position is expected to be between $43,000 and $50,000 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Work Authorization

We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

Workspace Requirements

Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva's IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member's normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.